QUESTIONS WE GET A LOT
Where are you based?
NEW WAVE is based in The Netherlands, Amsterdam. However, we work with the New Skool shipping method. This means that we ship directly from our supplier in Asia. Want to know why we do this? Check here
I want to contact you. How can I get to you?
No worries! We are directly contactable through our chat or at firstname.lastname@example.org
I emailed customer service, how long will it take them to respond?
For email, expect a response within 24-48 hours from our representatives. Our representatives are available Monday till Friday.
Will you restock sold out items?
Some items are restocked every now and then. However, some of our items are very exclusive and may not be restocked after being sold out. We advise you to keep an eye on our social media pages and sign up for the newsletter to receive notifications about these restocks.
QUESTIONS ABOUT SHIPPING & ORDERING
Which countries do you guys ship to?
We ship all to almost all countries for free. Please contact us at email@example.com if your country isn’t available in our list. We might be able to fix something for you!
Is the free shipping really free?
Yes our shipping is absolutely free. All the shipping estimates provided at checkout are based on average shipping times to your country. However we want to let you know that there are multiple factors which may impact delivery times.
Due to this please allow 1-7 days extra patience for the delivery (during busy periods e.g. holidays, customs can take a bit longer). If you have any questions about your order or this process. Feel free to contact us.
What is the express shipping method?
Want to get your package as soon as possible? If you choose the express shipping option, you will receive your order within 2-7 business days. However, please notice that you will not receive the shipping costs back, when you return your package.
How do I track my order?
Once your payment is finalized and your order has been processed, you will receive automatically information about your order.
Hey! I haven’t received my order yet, what shall I do?
Please just contact our customer service at firstname.lastname@example.org. They are more than happy to update you on your order and the estimated delivery date.
Do I have to pay some duties or taxes?
We have some good news! Because we work with very close with our supplier, there is almost a zero chance that your order will have any additional fees added after you have paid for your item and it has been shipped.
However, in the extremely rare chance (mostly with wholesale orders) that this may happen, NEW WAVE is not responsible for any duties or taxes added to your order in the destination country, these are fully the responsibility of the buyer. If there is any issue with this. Please just contact us, we might find a solution for you.
Hey my garment has arrived damaged, what now?
Again, just contact us at email@example.com and we will immediately resolve your issues.
RETURNS & REFUND
What are the return conditions?
Our return guarantee entitles you to return the product for any reason. You have the right to open the package and check the contents but the product must be returned unused to us within 14 days after you received it. All original packaging, price labels etc. shall be returned with the product without having been tampered with.
I want to return something. What should I do?
Returns are accept on all items for any reason, as long as item & packaging is returned in perfect condition. You can also contact us at firstname.lastname@example.org to arrange your return.
How soon will I get my refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied original method of payment, within 14 days after receiving.
Can I cancel or change my order?
In case your order hasn’t been processed yet, it is possible to change or cancel your order. However, from the moment your order has been processed it is not able to change or cancel your order.
I have placed an order during the sale. Can I return my order?
All orders placed during sale or discount are final and are therefore not possible to be returned.
I am missing an item in my received order. What now?
Don’t worry if you have an item missing in your received order. To ensure you the most optimized shipping time possible, orders are occasionally shipped out separately to your doorstep.
What payment methods do you accept?
We accept secure payment through Paypal, IDEAL, Stripe, Bitcoin, Bancontact, Giropay and accept all major credit and debit cards through our secure payment gateway.
What about Western Union or bank transfers?
Sorry, we don’t accept Western Union or bank transfers.